Adobe Identity Management Service (IMS) login issue for users assigned to multiple organizations

Last update: Wed Dec 17 2025 00:00:00 GMT+0000 (Coordinated Universal Time)

Adobe Commerce users who belong to multiple Adobe IMS organizations can experience login failures if they select the wrong organization during sign-in. This happens even when the user has correct permissions in the configured organization. To fix this, clear your browser session and log in using the correct organization or use a private browsing window.

Description description

Environment

Adobe Commerce integrated with Adobe IMS

Issue/Symptoms

Login fails when the wrong Adobe IMS organization is selected during sign-in.
Error message: “Please contact the application developer to gain access to Project…”

Cause

Adobe IMS generates an access token for the organization selected during login. If the selected organization differs from the one configured in Adobe Commerce, the token validation fails, and access is denied.

Resolution resolution

Method 1: Clear session and log in again

Clear your browser cache and cookies to remove session data for Adobe and Adobe IMS.
Log out of all Adobe-related accounts in your browser.
Navigate to the Adobe Commerce Admin login page in your browser.
When redirected to the Adobe login prompt, select the organization configured for your Adobe Commerce instance.
Complete the login process.

Method 2: Use a private browsing window

Open a private or incognito window in your browser.
Navigate to the Adobe Commerce Admin login page.
When redirected to the Adobe login prompt, select the organization configured for your Adobe Commerce instance.
Complete the login process.

Note: If you’re unsure which organization to select, contact your system administrator.

Adobe Identity Management Service (IMS) integration overview under Commerce documentation
Configure the Commerce Admin Integration with ID

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